Curriculum Vitae

• Skills infographics
• Work experiences infographics

Permanent term.
Duration : ~7 years
Period : 01/2017 to now

Global Service Management Lead, France

Direct report to CIO, Direct (9) & Indirect management (~21)
Lead and organize the teams of:

‘Command Center’: Supervision of critical infrastructure and services of Bureau Veritas
‘Operations’: Incident, Change, Problem, Configuration & Release management coordination and planning
‘Projects & Tools’: Implementation of features, continuous improvement (user portal, CMDB), automation and rationalization opportunities, user experience
‘Quality & Processes’: Implementation/definition/governance of processes based on ITIL framework
Change management, adoption and usage of processes and tools
Teams are split between France (Nantes, La Défense) and India (Noida)

Main missions are:

Manage and monitor the implementation of processes:
Define and promote the support chain processes based on best practices (ITIL) and plan their integration into tools (ITSM/ESM)
Manage the operational performance of user support (Service Desk, local support, user knowledge base, incident management, infrastructure and application supervision)
Manage the relationship with suppliers to achieve production and financial objectives of contracts within the scope of the integration of Managed Services (SIAM)
Manage the interfaces with other IT entities worldwide (regional or transversal)
Support users:
Successfully integrate IS and IT work environment changes into user support, facilitate user ownership of these changes
Supervise and coordinate the implementation of scope transformation projects
Manage teams:
Recruit, validate the recruitment of your scope, set individual objectives
Set up the work organization of the teams in compliance with labor legislation
Mobilize teams on the implementation of objectives
Control the team activity
Evaluate the individual and collective performance of the team, and make the decisions necessary for personnel management
Identify, propose training, monitor and organize the training plan of your team, validated by the CIO.

Consultancy under Maltem Payroll
Duration : 2.4 Years
Period : 09/2014 to 12/2016

Head of Quality & Projects, Singapore

Direct report to Site manager – Manager of 2 direct report.
Responsible for Quality and Continual Improvement in a captive (~160 resources).

Managing an Incident Manager & a Quality Manager.

Projects managed were in following areas :
• Major Incident Management
o Created a War Room to collaborate more efficiently and reduce the MTTR when major Incidents arise.
• Knowledge Management
o Participate to the creation of a sustainable framework to ensure that staff is appropriately skilled, and knowledges are available, up to date and alive
• Continual Improvement
o Automation, left-shifting of activities for service and cost optimization
• Risk and Compliance
o Create the Control Plan of the regional Infra & Production Support dept. of Singapore to best mitigate Risks
• CMDB
o To best assess impact in the event of Incident and manage assets lifecycle (produced discrepancy reports)
• Part of ServiceNow migration project

Consultancy under Maltem Payroll
Duration : 9 months
Period : 04/2014 to 12/2014

IT Project Manager, Singapore

Direct report to C-level – Manager of 6 Direct report + 1 functional report.
Creation of a regional Helpdesk (Singapore & Hong Kong for ~4000 internal users)

Beyond the staffing of 6 – 1st level agent and coaching the internal new manager,
the project was about the setup of :

• Standard Operational Procedures
• A communication framework for planned and unplanned outages
• A centralized Knowledge base using SharePoint/ServiceNow KB article
• Interactive Voice Response (IVR) complete setup (Cisco UCCX)
o Phone contact metrics
• Key Performance Indicators
• Operational Level Agreements definition
• Statement of Work for hired resource to client (Helpdesk agents)

Consultancy under Aubay Payroll
Duration : 3.5 years
Period : 07/2010 to 12/2013

ICT Support Specialist, Luxembourg

Responsible for all aspects of technical support regarding the tool use to manage translations request within the institution.
Worked on the application handover from development to production environment.

• Managed all aspects of the application handover including developing a Training Course to develop the competences of his colleagues in this area.
• End user training remotely
• Elaborate and test the service desk SLA using CA Service Desk (Computer Associates).
• Service Catalogue with validation workflow.
• Participate once every three months in Parliamentary Session applications support nearby the Chamber in Strasbourg.
• Perform Parliamentary Session monitoring remotely every month.

Consultancy under Aubay Payroll
Duration : 6 Months
Period : 01/2010 to 06/2010

Assistant Project Manager, Luxembourg

Part of the handover team between Sogeti and Aubay Consortium taking over the Service Desk contract at European Parliament for the Service Desk department.
Main task was to ensure the knowledges transfer between the departed Team Leader Principal based in Luxembourg (Sogeti) and the new one working in remote location Bruxelles (Aubay).

• Established from scratch an accurate inventory of the software used within the institution.
• Elaboration of Personal Improvement Plan for existing resources.
• Audited current procedures in place in order to find out what must be rework.
• Pioneered the knowledge base project, non-existent when he arrived at European Parliament.
• Provided an accurate follow up to the previous and new Principal Team Leader: Regis successfully teaches them about their new working environment; the SLA, KPIs, the call distribution software management among other duties.
• Improved the monthly technical committee booklet reporting the service desk activities.
• Mentored two missions of one week about introducing a new Team Leader to his new duties within the European Parliament.

Consultancy under Aubay Payroll
Duration : 11 Months
Period : 02/2009 to 12/2009

Helpdesk Agent Level 1½, Luxembourg

Working as Single Point of Contact for end users, solving software related problems remotely.

• Dealt with 30 to 40% of the incoming request with the utmost quality of ticket encoding and satisfaction for end users within a team of 5.

Permanent term.
Duration : 1 year
Period : 02/2008 to 02/2009

Technical Support Engineer, Ireland

Involve in software technical support for EmailXtender, email archiving solution of EMC² (now phased out to SourceOne solutions).
This highly sensitive product is requiring rapid response and reliable solutions.

• Assessed the customer’s incidents/requests in coordination with partners (log file analysis).
• Utilized VMware Workstation with Exchange 2003 / Domino server 6.5 in Lab environment to reproduce customer’s problems.
• Coordinate actions between the partners (at customer site) and the Product Specialist Engineers in charge of implementing Hotfixes from the development department.
• Reached KPI’s regarding incidents & requests lifecycle.

Under Sykes Payroll
Duration : 9 Months
Period : 05/2007 to 02/2008

Technical Support Analyst, Ireland

Involve in pre-paid software technical support for Dell and non-Dell computer owners.
It consists about charging customers for any software related assistance (virus, internet connexion, new software/hardware installation).
The platform has been relocated to Tunisia for French speaking staff from 09/2008.

• Received high score in known customer satisfaction survey.
• Successfully promoted to Product Specialist after 6 months.

Permanent term.
Duration : 21 Months
Period : 09/2005 to 05/2007

Technical Support Analyst, France

Accomplished 2nd level support for Orange customers (phone troubleshooting, phone settings, network problems diagnosis)

• Received high score in known customer satisfaction survey.
• Overtake Kpi’s defined for the team after 5 months in the position.

Interim mission
Duration : 11 Months
Period : 11/2004 to 06/2005

Technical Support Analyst, France

Accomplished 2nd level support for Wanadoo (French ISP) customers (Internet connexion troubleshooting, router installation, network problem diagnosis)

• Received high score in known customer satisfaction survey.
• Overtake Kpi’s defined for the team after 3 months in the job.

Interim mission
Duration : 6 Months
Period : 09/2003 to 02/2004

Technical Support Analyst, France

Accomplished 2nd level support for Packard Bell customers. It consists of Hardware incident analysis for intervention under warranty.

• Received high score in known customer satisfaction survey.
• Reached KPI’s about the amount of call to deal with per working day (between 45 and 60 calls).

Permanent term.
Duration : 2 years and 8 months
Period : 07/2001 to 02/2004

Swing Manager, France

Start working as crew member while studying at college level for 15 hours per week.

Reached swing manager level after 18-month presence Coordinate & supervised new crew members to follow the strictest rules of the fast food. Motivated team to accomplished sales record at drive-in (110 cars per hour).

• Service Management
• Governance & Controls
• Service level Management
• End to end
• KPis
  • Tableau Software
• Focus point for new service definition & escalations
• Vendor Management
  • Statement of Work (SOW)
• Foster satisfaction & cost efficiency
  • Opportunity for improvement
  • Automation
• Incident Management
  • Major Incident Management
  • War Room
  • Troubleshooting guides
  • Communication
• Known Error DataBase

• Problem Management
  • Root Cause Analysis methodologies
    • A3 Thinking, 5Whys, Ishikawa
  • Action Plan

• Change Management
  • Impact analysis
  • CAB
  • Staging
  • Implementation

• Asset Management
  • CMDB
  • Inventories
  • Lifecycle
  • Consistency

• Request Fulfilment
  • Service Catalog
  • Workflows
  • Service Level Target

April 2008

EMC bootcamp Clariion IAS, EMC Corporation, Milford MA, USA

EMC bootcamp Clariion IAS,
EMC Technology Foundations and various storage array implementations program.
Grade : Associate

April 2003

Vocational High School Diploma, Lycée Louis de Cormontaigne, Metz, France

Electronic and Computer Sciences – Vocational High School Diploma Baccalauréat professionnel en micro-informatique et réseaux, installation et maintenance
(Bac Pro MRIM)
Grade :  AB